Refund policy
Because each item is carefully handcrafted, we do not accept returns or exchanges. However, if your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery so we can make it right.
If a return is approved due to a damaged, defective, or incorrect item, the product should be returned in the same condition in which it was received, whenever applicable. Proof of purchase may be required.
If you believe your order qualifies for a return, please contact us at wgagc88@hotmail.com. Return instructions will be provided if a return is approved.
Damages and issues
Please inspect your order upon delivery. If your item arrives damaged, defective, or you receive the wrong item, contact us within 7 days and include photographs of the item and its packaging. We’ll review the issue and work with you to provide an appropriate resolution.
Exceptions / non-returnable items
Due to the handmade nature of our products, we do not accept returns or exchanges for:
• Change of mind
• Incorrect item ordered by the customer
• Delays caused by the shipping carrier that are outside our control.
• Minor cosmetic damage to the outer shipping packaging when the product itself remains undamaged.
• Personalized or custom-made items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We do not offer direct exchanges. If there is an issue with your order, please contact us so we can review the situation and help find the best solution.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
If your refund is approved after we have reviewed and inspected your return, it will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or credit card provider. If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at wgagc88@hotmail.com.
Customer Satisfaction
At Crystal Lake Shop, your satisfaction is our priority. If you experience any issue with your order, please contact us before opening a claim or leaving feedback. We are committed to responding promptly and working with you to reach a fair and satisfactory resolution whenever possible.